Frequently Asked Questions (FAQs) – Ecolit Store Limited

A. FOR BUYERS (GENERAL CUSTOMERS)

1. About Ecolit Store

Q1: What is Ecolit Store?
A: Ecolit Store is a Kenyan online marketplace that exclusively connects customers with vetted vendors of solar panels, renewable energy products, energy-efficient electrical appliances, and certified installation technicians. We act as your trusted middleman to ensure quality and reliability.

Q2: How are you different from Jumia or other e-commerce sites?
A: We specialize only in renewable energy and efficient electrical products. Our key difference is our curation and verification process for all vendors and products, and our integrated network of certified, vetted technicians who can be booked directly through our platform. We are not a general store; we are experts in sustainable power.

Q3: Do you own the products sold on your website?
A: No. We operate as a marketplace. The products are owned and sold by our independent, verified vendor partners. We facilitate the transaction, provide a secure payment platform, and ensure a smooth process from order to delivery.

2. Account & Ordering

Q4: How do I create an account?
A: Click the "Sign Up" button on our website. You'll need your name, a valid email address, and a phone number. Creating an account allows you to track orders, manage service requests, and save your details for faster checkout.

Q5: How do I place an order?
A: Browse our catalog, select your desired product, and click "Add to Cart." Proceed to checkout, where you'll enter your delivery details and choose a payment method. Review your order and confirm. For services, use the "Book a Technician" feature to describe your need and request a quote.

3. Payment & Pricing

Q6: What payment methods do you accept?
A: We accept mobile money (M-Pesa). All payments are processed securely. We do not accept cash on delivery unless specifically arranged for technician services.

Q7: Are the prices on the website final?
A: Product prices are as listed by the vendor and include 16% VAT where applicable. The final price at checkout will also include delivery charges with VAT, which are calculated based on your location and the vendor's location. You will see the full breakdown before you confirm payment.

Q8: Why is there no fixed delivery fee shown on the product page?
A: Because our vendors are located across Kenya, delivery costs vary significantly depending on distance. To ensure you pay the actual, most efficient rate, we calculate shipping individually after you provide your delivery address. You will approve the final total before your order is confirmed.

4. Delivery & Shipping

Q9: How long will my order take to arrive?
A: Delivery times depend on the vendor's location and your delivery address. After you confirm the final price (including shipping), we will provide an estimated delivery timeline, typically ranging from 2-7 business days within Kenya.

Q10: Who handles the delivery?
A: Delivery is managed by the vendor, often through reputable courier services or their own logistics. For large items like solar panels, the vendor will coordinate directly with you for the most practical delivery method.

Q11: Can I track my order?
A: Once your order is dispatched, you will receive a tracking number via SMS/email if the courier service provides one. You can also check your order status in your "My Account" dashboard.

Q12: What if I am not available to receive my delivery?
A: Please ensure your delivery address is accurate and that someone is available to receive the package. The courier will typically attempt delivery twice. Additional attempts or storage fees may be charged by the courier service, for which we are not responsible.

5. Returns, Refunds & Warranties

Q13: What is your return policy?
A: You may return a product if it is defective, damaged on arrival, or not as described. You must notify us within 48 hours of delivery and provide photo/video evidence. Returns are subject to vendor approval and must be in original, unused condition with all packaging. See our full [Returns & Refunds Policy].

Q14: How do I get a refund?
A: Once the vendor receives and inspects the returned item and approves the refund, we will process the refund to your original payment method within 10-14 business days.

Q15: Who provides the product warranty?
A: Product warranties are provided by the manufacturer or the vendor, not by Ecolit Store. The specific warranty terms (duration, coverage) are listed on the product page. Our role is to facilitate communication between you and the vendor for any warranty claims.

Q16: What if I have a problem with a product after the return window?
A: Please contact the vendor directly through your order details or contact our customer support. We will mediate to ensure the vendor honors their warranty obligations.

6. Technician Services

Q17: How do I book a technician?
A: Use the "Book a Technician" service on our website. Describe your need (e.g., "solar panel installation," "inverter repair"). Our system will match you with available vetted technicians in your area, who will then contact you with a quote.

Q18: How are your technicians vetted?
A: Every technician undergoes a strict verification process: we check for valid business registration/KRA PIN, proof of formal training/certification in their field, and valid Public Liability Insurance. We also gather and check references.

Q19: Who pays the technician, and how much?
A: You pay Ecolit Store directly for the service, based on the quote the technician has provide. The quote will include their labor fee. Ecolit Store may charge a small platform fee for the connection, which will be clearly stated upfront. Payment terms (mobile money, cash) are agreed upon directly with the technician.

Q20: What if I'm unhappy with the technician's work?
A: Your primary relationship is with the technician. Please address concerns directly with them first. If the issue is not resolved, contact our customer support with details. While we cannot guarantee workmanship, we take feedback seriously and will investigate; repeated complaints can lead to a technician's removal from our platform.

B. FOR VENDORS/SELLERS

Q1: How do I become a vendor on Ecolit Store?
A: Visit our website and click "Sell on Ecolit" or contact us directly. You will need to provide your business registration documents, KRA PIN certificate, and details of your products for vetting.

Q2: What are the costs to sell on your platform?
A: There is no upfront listing fee. We operate on a commission-based model. A percentage (e.g., 10-15%) of the product's sale price is retained by Ecolit Store as our fee. You will receive the remaining amount after a successful sale.

Q3: How and when do I get paid?
A: We act as your agent, collecting payment from the customer. After the customer confirms delivery, we will remit your payment (sale price minus our commission) to your registered bank account within 14 business days.

Q4: Who handles customer service and delivery for my products?
A: As the vendor, you are responsible for:

• Providing accurate product information and stock levels.

• Packaging and dispatching orders promptly.

• Handling customer inquiries related to your products.

• Managing returns/warranty claims in line with Ecolit Store's policies.
  We provide the platform and facilitate the initial transaction and communication.

C. FOR TECHNICIANS

Q1: How do I join the Ecolit Store technician network?
A: Apply through our "Become a Technician" page. You must submit:

• Copy of your National ID.

• Business Registration/KRA PIN (if applicable).

• Proof of certification/training in your trade.

• Copy of valid Public Liability Insurance.

• References from past clients.

Q2: Is there a fee to join?
A: There is no upfront registration fee. We charge a small success fee or commission (30%) on the value of each job you secure through our platform.

Q3: How will I receive job requests?
A: When a customer in your service area and specialty posts a job, our system will notify you via SMS/email. You can then review the job details and submit a quote directly to the us.

Q4: Am I an employee of Ecolit Store?
A: No. You are an independent contractor. You are responsible for your own taxes, insurance, tools, transportation, and the quality of your work. We simply connect you with potential clients.

Q5: What happens if there is a dispute with a client?
A: We encourage you to resolve issues directly with the client. Ecolit Store can mediate in case of serious disputes, but our liability is limited to connecting the parties. Maintaining a high service rating is crucial for receiving future job matches.

D. SAFETY, TRUST & LEGAL

Q1: How does Ecolit Store ensure the safety of transactions?
A: We use SSL-encrypted connections for all data. We partner with licensed, secure payment processors (like PesaPal, DPO). Customer payments are held securely until order completion, protecting both buyers and vendors.

Q2: How do you protect my personal data?
A: We comply with the Kenyan Data Protection Act (2019). We only collect necessary data, use it solely for order and service fulfillment, and will never sell your data. See our full [Privacy Policy].

Q3: What legal jurisdiction governs your terms?
A: All our operations and agreements are governed by the laws of the Republic of Kenya. Any disputes shall be subject to the exclusive jurisdiction of the Kenyan courts.

Q4: How can I contact customer support?
A: You can reach us via:

• Phone: 0118868179

• Email: info@ecolitstore.com

• Live Chat: Available on our website during business hours (9 AM - 5 PM EAT).

• Social Media: DM us on Facebook, Instagram, or X (Twitter).

This FAQ page is for general guidance. For detailed terms, please refer to our official [Terms and Conditions for Buyers], [Vendor Agreement], and [Technician Service Agreement].